MadTravelers

Review: Lugless ([redacted]) is a service provided by madtravelers, it gives a flat rate shipping that picks up your luggage from your home and delivers to a desired address. After graduation I had packed all my belongings into three bags and asked for lugless to ship it to CA to a friend of mine. Lugless provided me with tags and tole me that UPS will come to my bags up. With some luck I was able to hand in my bags to UPS in the middle of May 2013, went to Korea, and meanwhile received a confirmation email that the delivery was done. I thought everything was fine and enjoyed my break. When I came back from Korea to CA to pick up my belongings, I noticed that my friend only received two out of three lugaggess I had sent. I tracked the tracking number on UPS and noticed that a damage was reported and UPS went for claim investigation in June [redacted]. I figured all this out in Septemer, 2013. I called UPS straight away and inquired; all UPS could answer was that madtravelers has all the information on the damage, they discarded everything that was left under madtraveler's request, and they sent the compensation check to madtravelers so I should talk to them. So I did. Since they didn't pick up their phone that time, I asked via email why I was never informed of all this situation when it's been over three months that UPS had lost the package, and what my compensations would be. Were they ever going to tell me that it was lost? How come I had to figure this out all by myself? They never answered why they never informed me, but just simply said, we'll give you 100$ for the lost package, and $59 refund for our service. I don't want to think about all my belongings, all my favorite shoes, coats, laptop, my memories and photos and study materials I had inside, which were invaluable to me. Things can go wrong, and it probably is UPS's fault that they lost the package. But what I cannot get it madtraveler's unprofessional and insulting manner of handling this situation. How come I never received any contact for the last three months when UPS had already contacted madtravelers on this matter in June? How come they're trying to settle down with 100$ for the lost package and 59$ shipping service refund? When I spoke to them on the phone, they said that $500 compensation is for delays only and they offer only 100$ for lost packages. "Too bad that happened but this is our policy. Do whatever you want, we don't care. That $159 is all we can offer." I had to ask them again why they never contacted me on this matter, and they're giving me excuses that seem to self-contradict. First they said they figured this out just recently when UPS system already had gone through this investigation in June [redacted]. Then they told me they had two addresses that the check was mis-delievered and that's why it was delayed. Even so they should have let me know even before the check came through. Oh my, if they had contacted me straight away that this thing happened, and sincerely apologized, and had offered me the best compensation they could give, I wouldn't have been this upset. This is a permanent delay and the damage I've suffered is just... invaluable. At that point I was just speechless and was confused because I thought they compensated $500 for lost luggages. I've searched through their web, and on http[redacted] they state that.. 1) they've never lost a package. Now I have. 2) they compensate for up to 500$ for packages lost in transit. 3) all bags are insured up to $500 and that's for lost packages too. (faq #1, #17 and #18.) And from what I've read via email, this is False Advertising. Even the full $500 wouldn't have been enough for all I've lost, but their attitude is humiliating, out of point, unprofessional and fraudulant.Desired Settlement: Not only do I ask for $500 for the lost package, and an additional $59 refund for their service, but additional compensation for their unprofessioanl behavior. For not promptly contacting me on the lost package (three months is more than enough time for you to call me and I had to figure this out myself), and for trying to lie to me on their policies (maybe they underestimated me because my name looks foreign). I also ask for a change in their FAQ page to delete the false statement "We have yet to lose a suitcase"; I wonder if that's really true but at least now they've lost mine. And yes, I really need a sincere apology on this. If they had treated this with respect and professional attitude, I would have understood.

Business

Response:

We've received this complaint for our customer [redacted]. She is correct that UPS did lose one of her boxes. The report from UPS was that the box was completely damaged and fell apart and they have a company policy to discard any luggage or box that is no longer usable. The reason why this box came apart and was lost is not clear by UPS. They stated most likely that the box was not sturdy and perhaps overpacked and ripped open during transit, or got wet from the shipping journey causing the additional damage, or something went wrong on the conveyor belt system, causing the box to become damaged.